Zendesk Integration Not Opening New Tickets

[Cdance]

Hi 3CX support,

Since we've upgraded the 3cx server to version 16, the integration with Zendesk has stopped working.
I've tried reinstalling the 3cx plugin within the Zendesk folder, reinstalling 3cx Windows client, removing the Chrome cache or PW's etc.
Before it would create a ticket but not open the ticket for the user to enter the information, but now it doesn't even create a ticket.

Is there anything I should of done or should be doing since the v16 upgrade?

Cheers,

 

[edossantos]

Are you using the client side approach? Please note that the client side integration has been deprecated.

You should follow this guide to setup the integration:
https://www.3cx.com/docs/zendesk-crm-integration/

 

[Cdance]

Hey,
I've tried the Chrome extension and it does pop up Zendesk the first few times then suddenly stops.
Also when it does bring up Zendesk, it doesn't open the ticket you have to click on New Ticket, then it will open up under that caller.
I read something about disabling call journaling?

Cheers,

 

[edossantos]

Call Journaling happens when the call ends, so the ticket is created when the call ends.

When you receive the call you should see the contact record, which is launched in a new browser tab. If you need to create the ticket when the call starts, you will need to do this manually, and disable Call Journaling so you don't get the ticket duplicated when the call ends.

 

[Cdance]

Hi Edos Santos,

I see, but I'm sure it used to open up Zendesk and create the ticket automatically so the user could just enter details of the call quickly.

If the user has to manually click new ticket then thats not really a problem.
What seems to be happening now is that calls that other users have taken seem to be cropping up in this users ticket queue.

Also is the Windows client/zendesk integration going to return as the ability to use the BLF when transferring a call doesn't exist with the Edge browser extension is used.

Thanks for all your help.

Chris

 

[edossantos]

What seems to be happening now is that calls that other users have taken seem to be cropping up in this users ticket queue.

Maybe you can paste some screenshots to help me understand what's going on. The expected behaviour is as follows:
- When an inbound call arrives, the contact will be taken from Zendesk and imported into 3CX Contacts.
- When the contact is not found in Zendesk, it will be automatically created (depending on configuration).
- The contact name will be shown as the caller name, no matter the phone you use.
- If you use the 3CX Web Client or the Chrome Extension, it will automatically open the contact record in a new browser tab.
- When the call ends, a new ticket will be created in Zendesk (depending on configuration).

Also is the Windows client/zendesk integration going to return as the ability to use the BLF when transferring a call doesn't exist with the Edge browser extension is used.

No, this will not be added. The server side approach is the only way to go now.